SERVICE AID

AVAYA Initial Configuration

Step 1: Double click the Avaya icon on the desktop

Step 2: Select ‘Cancel’

Step 3: Select the System Options dropdown and click ‘System Settings…’

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Step 4: Click ‘Login’ from the menu on the left

Enter the Extension, Password, & Server from your codes email
***Note your logins here: Ext: _________ Password: _________ Server________________***
Enter the phone number you will service the client from, do not add a 1 at the front

Ø Uncheck - Enable automatic connection to

Communication Manager
Ø Extension: Enter the Avaya
Extension/Station ID
Ø Password: Enter 1234
Ø Check - Save password during sign in
Ø Uncheck - CM Auto Answer Support Required
Ø Check - Warn for Another User Logged in at
Extension
Ø Server Address: Enter your Server Address
o If your extension starts with a 2:
192.168.50.195
o If your extension starts a192.168.13.50
Ø User Type: Agent
Ø Place and receive calls using: Other Phone
Ø Telephone at: Enter the phone number you
will service the client from (do not add 1 in
front of your phone number)
Ø DO NOT PRESS OK

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Step 5: Select the Agent Tab

Enter the Avaya Login ID and password provided to you. (They are not the same as the ones
entered on the previous step!)
****Note your logins here: ID: _____________ Password: ____________****

Ø Check - Enable ACD login

Ø Uncheck - Automatically sign into the ACD server
Ø Agent - enter your: Avaya Login ID
Ø Password - enter your: Avaya Login ID (identical
to the Avaya ID aboveveogstarts with 2,
password is
Ø Check - Save password during sign in
Ø Default Agent state upon ACD connection:
Choose Auxiliary
Ø DO NOT PRESS OK

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Step 6: Click Work Handling from the menu on the left.

Ø Check – Allow Follow-Up

Ø Check - Manual Ready
Ø With Aux Code: Not Ready

Your settings should be just like

this screenshot

Ø DO NOT PRESS OK

Click on the Advanced tab

Ø Check - Auto-Accept
Ø Check - Manual in
Ø DO NOT PRESS OK

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Step 7: Click Dialing Rules from the menu on the left

Ø Number to dial to access an

outside line: Enter 9
Ø Your Country Code: Enter 1
Ø Number to dial for long distance
calls: Enter 1
Ø Time Period of Pause: Enter 2
Ø Click OK

Step 8: Click System Options dropdown and select Station Connect

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Step 9: Avaya Login will pop up, prepopulated with your codes; click on Log In

Step 10: Be patient while Avaya logs in

Step 11: Avaya Sign In to ACD will pop up, prepopulated with your codes; click on Log In

Step 12: Be patient while Avaya logs in

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SERVICE AID

Step 13: Your physical phone will ring – Answer your phone & LEAVE IT OFF THE HOOK.
The Agent Login pop-up may still display while a connection is made, then you will see this:

Step 14: Select the System Options dropdown and click Agent Preferences…

Step 15: From the menu on the left click Call Handling

Ø All five boxes should be checked

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Step 16: From the menu on the left click User Interface

Ø Uncheck - Always display the main

window on top
Ø Check - Display tooltips
Ø Check - Display letters on Dialpad
Ø Check - Display shortcut icon
Ø Check - Save window positions
Ø Check - Show Phone Display
Ø Check - Display Button Toolbar
Ø Uncheck – Start Minimized

Ø Uncheck - serv-obsrv
Ø Be sure only the following
have checks:
ü release
ü autodial 652
ü whisp-anbk
ü after-call
ü manual-in
Ø Click OK
Ø Click OK on the Agent
Preferences page

Step 17: Avaya is properly set up. You may now log out

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